What are chatbots and why does your business need them?

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There are different ways to communicate with clients - by phone, email, SMS, messengers, social networks and other channels. It has been proven that users care not only about the quality of feedback, but also the time it is provided - they expect to receive a response from the support service within 10 minutes. Otherwise, the client may go to a "faster" competitor. If a company can quickly and correctly send useful information to clients when it is most relevant for them, then sales will grow. To implement these tasks, businesses resort to the help of chatbots. What are they, what tasks do they solve and what processes do they automate?

Chatbots are programs that imitate a conversation with a user. They recognize the client's written or oral speech and answer the questions asked accordingly. Such online assistants allow you to exchange text, visual and audio information in different channels: in messengers, on websites, in mobile applications or by phone.
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What types of chatbots are there?Conventionally, all chatbots can be divided into two categories: simple and smart.
Simple chatbots. They work according to cambodia telegram data a scenario in which a specific action follows for certain phrases of the client. The response to the user is formed based on the keywords of the request. If your request is formulated differently than in the bot's scenario, the bot will not be able to help you. You can avoid such situations if you use hints and intermediate clarifying questions in the scenario. As a rule, the user can interact with simple bots only using buttons.

Despite the modest functionality of simple chatbots, they are effective for tasks that do not require human participation. For example, if the dialogue script is clearly written, and managers communicate strictly according to it. In this case, the process can be easily automated by replacing a live consultant with a virtual assistant.

Example of a push-button bot

Smart chatbots. These bots are based on artificial intelligence and are trained to understand live speech in each new dialogue with the user. They are able to give an answer even when the request sounds non-standard - a person speaks or writes with mistakes, abbreviations or uses slang. Communication with smart bots is possible not only by pressing buttons, but also by text messages.

Example of a smart bot
What are chatbots and why does your business need them?The key goal of implementing chatbots is to automate routine business processes. They are designed to save the company's resources in tasks that require communication with the client. Assistant programs perform standard operations faster and more accurately than people. What other advantages do chatbots have?